The Australian Taxation Office (ATO) had a challenging year in 2017, featuring in the headlines a number of times.

Previous Deputy Commissioner Michael Cranston was forced to resign last year due to his son’s connection with a tax fraud syndicate. The whole affair had left the ATO “dismayed”, Commissioner Chris Jordan was quoted as saying. Furthermore, the office’s online systems suffered massive storage failures in December 2016 and again in February 2017.

It is the job of Brendan Jones, Director of Business Continuity Management-Service Delivery, to “look for any significant disruptions to business” – such as these IT outages – and perform crisis management. “We bring together the right people needed to make command and control decisions, and allow the first response teams to focus on resolution work,” he tells GovInsider.

Despite high-profile incidents that have impacted the ATO’s image in the last year, there are nevertheless teams like Jones’, working towards resolution and boosting trust.